Member Experience Leader - Family & Events

Dominique Dawes Academy; Rockville (MD); On-site; USD 60,000 - 90,000; Full time

Job summary

Dominique Dawes Academy in Rockville, MD seeks a Member Experience Lead to guide families from inquiry through enrollment, ensuring a warm, mission-aligned journey. You will lead the Member Experience Associates, set front desk standards, and oversee events and showcases on site.

In this role you’ll monitor enrollment metrics, provide coaching, and partner with leadership to continuously improve the family experience while upholding academy service standards and safety policies.

Qualifications

• 3+ years in customer service or related field.
• 2+ years of supervisory or leadership experience.
• Experience planning events or programs for customers.
• Experience in youth sports, recreation, education, or children's environments preferred.
• CPR/AED and First Aid required or obtainable after hire.

Responsibilities

• Lead recruitment, scheduling, onboarding, training, development, and performance feedback for the Member Experience team.
• Serve as escalation point for family concerns or complaints.
• Own front desk operations, data systems, and reporting standards across shifts.
• Monitor enrollment, retention, and customer satisfaction metrics and partner with GM to improve experience.
• Set standards for family communication, inquiry response, and tuition/fee processing.
• Oversee scheduling and coverage for front desk and Member Experience functions.
• Act as Manager on Duty for shifts/events, providing on-site leadership.
• Lead on-site execution of events and showcases with staffing and logistics.

Skills

Leadership

Customer service

Communication

Organization

Event planning

Staff coaching

Data reporting

Education

High school diploma

Associate degree

Bachelor's degree

Tools

Office tools

Enrollment systems

Job description

Dominique Dawes Academy in Rockville, MD seeks a Member Experience Lead to guide families from inquiry through enrollment, ensuring a warm, mission-aligned journey. You will lead the Member Experience Associates, set front desk standards, and oversee events and showcases on site.

In this role you’ll monitor enrollment metrics, provide coaching, and partner with leadership to continuously improve the family experience while upholding academy service standards and safety policies.